MidMarket Customer Success Manager, North Central & Northwest

4 weeks, 1 day ago
Full-time
Senior
Customer and Technical Support
Abnormal AI

Abnormal AI

Abnormal AI provides advanced email security solutions designed to block malicious email attacks, including credential phishing, business email compromise, and account takeover.

Internet Software & Services
Founded 2018

Description

  • Act as the primary point of contact for assigned customers and guide their success planning.
  • Build strategic customer relationships and align on business goals and success metrics.
  • Deliver regular business reviews and communicate ROI to support retention and expansion.
  • Understand customer industries, goals, and challenges to provide tailored recommendations.
  • Promote platform feature adoption and provide ongoing customer education.
  • Monitor customer health, manage escalations, and coordinate issue resolution with internal teams.
  • Collaborate with Product, Engineering, Support, and Sales to share feedback and customer insights.
  • Maintain expert knowledge of the product roadmap and communicate relevant updates to customers.
  • Develop and execute customer success plans that address risks before they affect engagement or satisfaction.

Requirements

  • 5+ years of experience in enterprise SaaS, including 3+ years in Customer Success, TAM, or support roles.
  • Experience managing large customer portfolios and building long-term executive-level relationships.
  • Excellent communication, presentation, and organizational skills.
  • Strong problem-solving skills and experience resolving escalations while maintaining a positive customer experience.
  • Proficiency with CRM and case management tools such as Salesforce and Jira.
  • Technical knowledge of internet technologies, networking, and email security products.
  • Bachelor’s degree in Computer Science, Engineering, or a related technical field, or equivalent practical experience.

Benefits

  • Base salary range of $119,040 to $140,000 USD.
  • Eligibility for bonus or incentive compensation.
  • Equity package.
  • Comprehensive benefits package.

Interested in this position?

Apply directly on the company website

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